Director, Customer Operations

#### About Phorest

Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company.

We’re continuing to grow and are excited to add a new member to the team. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster.

#### The Opportunity

As our Director, Customer Operations, North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region.

Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support.

This is an opportunity to lead at both a strategic and operational level. You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate.

You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow.

#### What You'll Do

* Lead North America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions. * Translate regional business goals into clear operational priorities, KPIs, plans and team objectives. * Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance. * Ensure Onboarding, Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals. *